Supervisor, IT Customer Solutions

3 weeks ago

Washington, Washington, D.C., United States House Of Representatives Full time

Job Summary:


The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff.

The CAO organization comprises more than 650 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, childcare, food and vending, procurement, logistics and administrative counsel.

Key responsibilities include supervising the daily operations of his/her respective team to include providing telephone and onsite support for Members' Washington and district offices, Committees, and House support offices; reviewing and evaluating performance of staff and preparing performance reports; planning and managing short and long-range technical support activities); maintaining weekly reports, performance measures, trend analysis, budget requests, and other documentation as needed; and providing technical expertise and leadership to the IT Customer Solutions Directorate and colleagues as needed. This position serves as the Supervisor, IT Customer Solutions.

Grade level at the time of appointment is determined by experience and designated level of responsibility. The position has day-to-day supervisory/managerial responsibilities.

This position has access to Personally Identifiable Information (PII).

The position has day-to-day supervisory/managerial responsibilities.

Primary Duties/Responsibilities:


Serves as a primary technical resource and solution-provider; provides technical assistance ranging from system information and/or documentation to in-depth system configuration and problem resolution.

Maintains responsibility for the direct supervision of his/her respective group and provides secondary supervision to support staff as needed.

Conducts administrative and personnel management activities, including performance reviews and evaluations, interviewing and employment recommendations, staff counseling, employee development training, and development of policies.

Implements disciplinary measures, such as warnings and reprimands, as needed.

Assigns work to subordinates based on priorities, difficulty of assignments, and capabilities of employees; provides technical oversight of work on a continuous basis.

Responds to phone and in-office requests.
Partners with House approved vendors to identify and resolve problems.

Works closely with other HIR groups to support current technology, document existing applications, integrate software upgrades, and introduce new technology solutions with an emphasis on client (front-end) products.

Interacts with other HIR groups as appropriate to efficiently respond to user requests and/or problems.
Maintains in-depth knowledge of all House Supported Software and a working knowledge of hardware and communication products.
Provides technical advice to management regarding future plans and directions as technology continues to advance.

Informs management of potential escalating situations and outlines response plan(s).Establish and implement policies, procedures, and standards; and ensure their conformance with CAO and HIR mission and objectives.

Conducts technical overviews to train other team members.
Provides consultative direction to departmental staff and other HIR personnel. Serves as a resource for solving complex user problems requiring a more advanced level of technical knowledge.
Provides senior level experience with application software installation and use.
Performs other official duties as assigned.

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